Shipping, Returns & Refunds

Shipping

We ship to Great Britain and Northern Ireland. In-stock pieces leave the workshop within 1 working day; made-to-order pieces ship after the lead time shown on the product page (typically 3–4 weeks). You'll get a confirmation when your order is on its way.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of receiving it — no reason needed. Tell us by email within that window, then return the piece within 14 days of telling us.

Condition of returns

You're welcome to handle a piece as you would in a shop. If it's been used beyond that and its value is reduced, we may make a proportionate deduction from your refund. Please pack it well — ideally in its original box.

Return postage

For a change-of-mind return, you cover the cost of sending the piece back to us. If a piece arrives faulty, damaged, or not as described, we cover return postage — just contact us first.

Refunds

Once we've received the piece back (or you've shown proof of return), we'll refund you within 14 days, to your original payment method. For a 14-day cancellation, your refund includes the standard outbound delivery cost; any extra you paid for a faster delivery option isn't refundable.

Faulty or not as described

Your statutory rights are unaffected by anything above. Under the Consumer Rights Act 2015, if a piece is faulty or not as described you have a 30-day right to reject it for a full refund, and rights to repair or replacement after that. We'll always put a genuine fault right — and because our pieces are oil-finished, many marks can simply be re-oiled back to life.

Two different things. If a piece we made goes wrong within 12 months, we put it right free under the workmanship guarantee. The Refresh Service is separate and paid: it restores any wooden board, including boards we didn't make and boards long out of guarantee. See the Refresh Service →

Made-to-order pieces

Our made-to-order pieces are standard catalogue designs that we make after you order — so your 14-day right to cancel still applies to them. The cancellation right only falls away for items genuinely personalised or made to your own specification (a true commission); if you ever order something bespoke, we'll make that clear at the time. Two of our options count: an engraved board, and a board with a juice groove routed to your order — both are said on the product page before you add them. Feet fitted to a board are removable, so a footed board keeps its normal 14-day right.

How to start a return

Email studio@timbermere.com with your order number and we'll guide you through it. See also our Terms of Sale.

We'll send you the return address with those instructions. We ask you to write first rather than post a piece straight back, so we know it's coming and can tell you how to pack it — a board that arrives unannounced is easily damaged and hard to match to an order.